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Apologies – The Good

interactiveamy_dominos_crew.jpgToday on The Bigg Success Show, we were thrilled to welcome Amy Ravit Korin, also known as interactiveAmy. She’s a social media consultant to individuals, local businesses and Fortune 500 companies. We met Amy at SOBCon, the business school for bloggers. Amy has so much personality that, once you meet her, you’ll never forget her! So let’s get to the conversation …

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marylynnAmy, you told us this incredible story that we want you to share with our whole community. You recently ordered some pizza from Domino’s. But it took an hour to get the order to you and, when it arrived, it wasn’t right. What happened next?

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amyI called the store and they said they would send over another one. I’m also very active on Twitter – as a social media consultant it is one of my preferred methods of communicating. So I tweeted what had happened. I was just venting my frustration.

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georgeAnd that's when Ramon De Leon, who is the owner of the local Dominos stepped in, right?

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amyYes! He twittered me right away and asked which location I ordered the pizza from.

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Get in on the conversation

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marylynnThis is a good thing for local business owners to understand. Since you are a social media consultant, Amy, how did Ramon know that you had tweeted about him?

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amyThere are great tools out there that allow you to monitor the real time feed of what's being said on Twitter. Ramon probably had an alert set up for the word “Domino’s” or “Domino’s Chicago.” You can use any term that's relevant for you. In addition, you could also set up a Google Alert, which will alert you whenever your name, brand, or company is mentioned on the Internet. So Ramon said that he would remedy the situation and be back in touch when he had more information. I figured I was going to get a credit for free cinnamon sticks the next time I placed an order. Imagine my surprise when I woke up the next morning, logged onto Twitter, and saw a tweet from @DPZRAMON. It said, "Amy, we want to make it up to you, please click on this link." The link took me to a video apology from Ramon, who is the owner of six Domino’s franchises in Chicago. He was standing there with Junior, who is the General Manager of the store where I ordered my pizza. They were offering an apology for what had happened that previous night.

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The buzz begins

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marylynnLike a lot of people, we've watched that video. I really liked that the apology was very sincere!

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amyYeah, what's so crazy is, just this morning, I actually got a tweet from Ramon. He said that video has been embedded on over 30,000 websites! And this is not just 30,000 watching the video; this is 30,000 people who think it's noteworthy enough to feature on their website.

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Wow!

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marylynnAnd in this video, not only did Ramon apologize to you – and promise to make it up to you – he said that they were going to wow you! Now that's more than cinnamon sticks. So what did they do to wow you?

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amyFirst of all, I was totally wowed by this video apology. I had never seen or heard of anything like it. Well as it turns out, I'm also involved in the Social Media Club of Chicago. We hosted an event on Thursday, April 30th – the kick-off to SOBCon. It was a great event where we had all kinds of Chicago social media minds in addition to friends from all over the country. Independently of this video apology, Domino’s was already secured as an event sponsor. So if that wasn’t enough, Domino’s showed up with over 100 pizzas for our club. They also brought a personal pizza for interactiveAmy, with my name all over the box. Ramon delivered it himself.

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george
So he didn't delegate this!

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amyNo, he didn't! Not only was he there, he was really excited about it. He couldn't wait to meet everybody who had heard about him after the video apology. But he was most excited to come and meet me, which was really cool.

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george
And who can blame him, Amy? We know you!

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amyHe also brought some members of his team including Junior. And it was his day off! In addition to the personalized interactiveAmy pizza, Junior also brought me a dozen roses in my favorite color, fuchsia. See video of interactiveAmy with DPZRAMON and Junior.

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marylynnHow on earth did he know your favorite color? He must have visited your website where that color is so strong.

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amyThat's true. I don't know if he did his back end research or if he just took a guess that women like bright pink.

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marylynnWell, I am just wowed by all of this. It’s just incredible!

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interactiveAmy and DPZRAMON

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The conversation begins when a mistake is made

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amyI thought so too. Ramon and I are still in touch. He has become an example of what great customer service is and can be – how to take steps to forge relationships with your customers which is a huge opportunity. When somebody makes a mistake, it doesn't have to be the end of the conversation. It really should be the beginning.

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georgeThat's a great point, Amy. But you could have just said nothing and not gone back to Domino’s. Instead you said something – not even expecting a response – but he responded in such a magnificent way that you've talked about it ever since. Plus 30,000 bloggers have talked about it too!

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amyExactly. As the owner of my own social media company, this is definitely something I try to advise business on, from small mom & pops all the way up the Fortune 500 ladder. Take any opportunity to engage in a conversation about your brand, product or service. And listen – especially when someone says something that might not be the most flattering. It’s a great way to get insight and take steps to remedy the problem. So first you have to listen. Then you can engage. You can become part of the conversation and take the necessary steps to forge your relationship going forward.

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georgeThose are great points, Amy. Here’s what I’ve learned – if you need a case study for your social media consulting business, just be your own.

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amy
I think that's a lesson to all of us … go out there and make things happen!

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Thanks Ramon for being a shining example of great customer service.

And thanks Amy for sharing your story with us.

And thank you for reading our post today.

Bigg Question

Have you been impressed with the response to a complaint? Share that with us by leaving a comment below, e-mailing us at bigginfo@biggsuccess.com or calling us at 888.455.BIGG (2444).

Please join us next time when we’ll continue on this thread. We’ll discuss bad and ugly apologies. Until then, here’s to your bigg success!

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Related posts

Apologies – The Bad and the Ugly

Relationship Building Blocks

Failure to Do This Harms Relationships

Creating Wealth in the Next Generation Economy

(Image in today's post provided by interactiveAmy)

No Limits

bigg-success-profiles.jpgWe’re introducing a new feature today called Bigg Success Profiles. We want to feature members of our community talking about what life on your own terms means to them. Today on The Bigg Success Show, we talked with Pavel Sokolovsky. Pavel is one of the founders of an exciting new business, Meet Me at Green. Let’s get to the conversation …

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marylynn
Welcome to The Bigg Success Show, Pavel.

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pavelThanks Mary-Lynn. Thanks George. I’m a long-time listener and first-time caller!

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marylynnWe love talking about life on your own terms and we love hearing the stories of members of our community. So let’s kick it off, Pavel. What does life on your own terms mean to you?

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pavelTo me, life on my own terms has a lot to do with ambition. I believe I’m a pretty ambitious young man and I wouldn’t want anybody to put a limit on what I can and cannot do professionally or socially, for that matter. One of the reasons I went toward small business, and not corporations as many of my classmates did, is because I didn’t want to be pigeon-holed by my level at the corporation. Whether you’re a first-year associate, analyst, or whatever it might be, it tends to come with a lot of strings attached and affects whether or not your ideas are taken seriously. Now I’m sure there are people who break this mold – there are all-stars – but this tends to be the case. So that’s why I went into a small business. I wanted to be able to use my potential to its fullest. I want to explore my limits and be the best business person I can be. Starting my own business allows me to do that because I don’t have a boss saying, “No – you can’t do this project.” I only have the market telling me what it will and will not accept, which is great.

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georgeThat’s awesome, Pavel. Your classmates were going off to Fortune 500 companies and large consulting firms. Did they ever question you or ridicule you for going off on your own?

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pavelLuckily, they’ve all been very supportive of me. They all know that I’m very entrepreneurial. So they tend to accept that. They have their day jobs – from 8 to 6 or 9 to 5, whatever it may be – and I work what I’ll call my extended hours!

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george
I like the way you said that!

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pavelBut we’re after slightly different things. It’s understood that there’s going to be more than one way to get what we need out of life.

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marylynnEverybody for their own terms, right? Pavel, what would you say is your biggest challenge to living life on your own terms right now?

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pavelWhen you’re starting a business, it’s not the same as a regular corporate job because your cash flow is a little more unpredictable. Many times, you’ll find yourself pinching pennies because you didn’t get paid this week. But you keep your head up because you know if you achieve your goals, the money will naturally follow. While your cash flow is tight, you just have to accept it, not spend it, save up, invest in your business and hope for the best!

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marylynnSo Pavel, what are you doing right now to overcome this challenge?

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pavelI try to save up a little in a slush fund to treat myself every now and then and to keep my sanity. I like to go out with my friends. I also have a hobby purchasing books on Amazon. I just can’t stop!

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georgeNice plug! Ca-ching! Now Pavel, what are you doing that’s really fun – either at work or in your personal time?

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pavelMy day job is fun. Meet Me at Green has been fun – programming the web site, organizing the people involved and trying to recruit more members. As this community grows, so does my site and its usefulness to all the members. I’m sure you expected an answer like, “I love to go skiing in Aspen on the weekend” but, in reality, when I work on Meet Me at Green, I am having fun. That’s the best part of it.

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georgeFortunately, or unfortunately, we can totally relate to what you’re saying. It occurs to me, Pavel, you are really into green – whether it be money or the environment!

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pavelThe money is definitely not my number one goal, but it’s a good way to validate what you’re doing.

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marylynnWe wish you the best of luck with your business, Meet Me at Green. Can anybody join?

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pavelWe’re focusing on businesses that are involved in green products and services. But if you have a passion for green, if energy efficiency or environmental awareness is important to you, then please sign up! Membership is currently free.

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Thanks Pavel for sharing what life on your own terms means to you.

How are YOU living life on your own terms?

Please share your story with us by leaving a comment below, calling us at 888.455.BIGG or sending us an e-mail at bigginfo@biggsuccess.com. We may feature you on an upcoming Bigg Success Profiles show.

We thank you so much for reading our post today!

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Get the tips and tools you need to be a BIGG success.
Subscribe to the Bigg Success Weekly – it’s FREE!

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Please join us next time when we'll talk about the most important thing to find before you start a business. Until then, here’s to your bigg success!

Subscribe to The Bigg Success Show in iTunes. 

Subscribe to the Bigg Success feed.

Direct link to The Bigg Success Show audio file:
http://media.libsyn.com/media/biggsuccess/00383-042909.mp3